Hared Daoud Email & Phone Number

Canada

• Support laptops and workstations running Microsoft Windows and MacIntosh O/S • Troubleshoot connectivity, networking, active directory and other similar technical issues • Provide technical support for various Microsoft, 3rd party and LAC inhouse applications • Support LAC employees in person and when possible, connect remotely to the user’s computer to • Support laptops and workstations running Microsoft Windows and MacIntosh O/S • Troubleshoot connectivity, networking, active directory and other similar technical issues • Provide technical support for various Microsoft, 3rd party and LAC inhouse applications • Support LAC employees in person and when possible, connect remotely to the user’s computer to • perform requested work • Meet with clients to troubleshoot, repair or replace defective equipment • Meet with new users to give their equipment or accept returns of equipment for users leaving LAC • Prepare new computers. Erase old computers and/or hard drives • Take ownership of new user account requests • Add/remove/modify applications and packages • Support printers, scanners, and many other peripherals • Support LAC’s Samsung and Apple mobile cellular devices: replacements, evergreening perform requested work • Meet with clients to troubleshoot, repair or replace defective equipment • Meet with new users to give their equipment or accept returns of equipment for users leaving LAC • Prepare new computers. Erase old computers and/or hard drives • Take ownership of new user account requests • Add/remove/modify applications and packages • Support printers, scanners, and many other peripherals • Support LAC’s Samsung and Apple mobile cellular devices: replacements, evergreening

• Respond to and resolve end user questions and issues via telephone, remote support, and email, while troubleshooting software and hardware issues on Windows and Virtual Desktops.• Troubleshoot software and hardware issues computer devices and also configure Active Directory, Exchange, Domain Name System (DNS), and Windows Servers.• Install as required computer software updates, update technical and process documentation libraries, update the asset management system.• Floor support appointments to help users with deskside issues and equipment setup.• Configure and trouble shoot users work stations.• Set up workstations with computers and necessary peripheral devices (routers, printers etc.)• Support and troubleshoot end users work phones( Iphones, Blackberry, Samsung) and set up phone with all the applications to be suitable for work. • Set up and trouble shoot end user VMWARE, Cisco Jabber, MaxCCs, Microsoft account to ensure full functionality• Set up Active Directory account• Deploy hundreds of full kits (laptop,monitors,docking,headset,ethernet,keyboard,wyse terminal) for end users to set up at home. • Troubleshoot network issues such as VPN cisco and any network outage.• Track all troubleshooting inside ticketing system such as Service Desk Manager to monitor Incidents, Requests, creating and closing them.• Recover and track returned equipments in Master Sheet and test all equipments.

Ottawa, Ontario, Canada

• Resolved standard issues and questions for government officials• Monitored and kept track of ticket numbers using REMEDY • Application installation was done remotely with users • Researching online to help find solutions to better aide our users using as Infoweb, ECD, Active directory, Novell iManager & MicroFocus. • Supported for mobile BlackBerry using BES12, EMDM• Remotely Accessed to End-user computer using SCCM and IPv4 address• Troubleshooting network issue such VPN/IPSEC, Cisco Any connect, network outage• Respond to request in a timely manner • Managing updates for our users’ computers • Providing users with quality customer service• Microsoft Outlook, Outlook Express configuration, backup, troubleshooting. • Monitor ticket categorization to ensure the correct categorization has been assigned to each ticket.• Monitor tickets throughout the day to ensure any responses from users are addressed within 3 hours.• Escalate tickets to a Level 3 Helpdesk Specialist resource, if unable to resolve the ticket or issue is beyond their expertise.